Crumbl — Restaurant in Lehi

Let me paint a picture for you...my sister had been dumped by her boyfriend. To make matters worse, her boss, whom she adored, committed suicide. She was seriously sad! The solution for the blues? Warm, gooey cookies. Am I right?! That WAS the plan. I ordered a box to be delivered to her, hoping it would help cheer her up. I left a 20% tip for the driver. I paid for the cookies. I had been in contact with my poor sister all day. The cookies were supposed to be delivered to her office by 3:00 p.m. She never mentioned the cookies. At 9:00 p.m. I finally asked if she received them (WHICH RUINED THE SURPRISE, BTW). She said, no, she hadn't received them. I contacted customer service the next morning. They said, "The driver got lost." They offered to redeliver the cookies. Didn't offer a refund. Didn't offer a discount. Seemed not to care at all! I asked why the driver didn't contact me (BTW...the driver had my contact information AND my sister's contact information), and was told that they would contact the Lehi store to let them know they should contact the customer if there's a problem. Um, ok, great. How does that help me now??? The driver and the store was more than happy to keep my money AND the tip, and didn't even deliver the cookies, nor tell me they didn't?? Unbelievable!! This is the absolute WORST customer service I have ever received. I WILL NOT buy Crumbl...

I’ve only had Crumble cookies 3 times and I’ve only left a review for a company 3 times. Unfortunately, I think my experience yesterday warrants a review. Owners should be aware and employees better trained. I was watching the employee prepare my box yeaterday and when she took out one of the cookies from the fridge it looked like she took a hair off of the cookie. She continued to load the cookie into the box and then called my name and asked me to check the box to ensure my order looked ok. She didn’t mention anything about the hair so I asked her if she had pulled a hair from one of the cookies in my box (this was a lemon cake kind of cookie with a lemon filling in between the cake). She admitted that she had and asked me if I wanted another one instead. Yes! I wanted another one, I wanted all new cookies but I was trying really hard to be nice, not make a scene and not embarrass her. She took the cookie she had removed the hair from and placed it back in the fridge, I assume to give to another unsuspecting customer and then replaced my cookie. Needless to say I was grossed out and left the store with my already paid for, questionable cookies and unbelief that this employee thought this was ok. Please don’t try to sell cookies that have hair in or on them and please don’t replace them to give to someone else once it is...

I have a lot of thoughts about this place, but the over-arching one is that it is a good product but a poorly run business. It's extremely inconsistent. They are more often than not sold out of at least two flavors and they only have six. I have been to this place probably 30-40 times in the last year and there is always something frustrating about it. This last time I went, they were sold out of three of the six flavors, two of which are their staples (choco chip and sugar). Then, when the girl gave me my cookies, one of them was missing the butterfinger on top because they were out. So it was a Saturday night at 7pm and they were down to only three flavors of cookies and one of those three was missing the key ingredient that made it what it was. Then, the loyalty system keeps getting progressively worse. I feels like the owners know that they have a great location and a good (but inconsistent) product and so they don't bother with anything else. I feel silly complaining about cookies on the internet like this, but I have spent a couple hundred bucks there over the last while and i am not getting what I am paying for. I will not go back to this location. Maybe I will give another location a try, but when my sweet tooth hits next time, I am gonna go to Village Baker or make my own cookies or just remember that I will survive...